Department filtering, chat sorting, and CSAT support for WhatsApp
Release date: 5 May 2021
Release Summary
New Features
Department filtering
Chat Sorting
Improvements
CSAT and NPS surveys for clients with WhatsApp via Chat Flow
Chat limit per agent
Bug fixes
Bugs relating to file attachments were addressed. Agents and customers can now send various file types as attachments on WhatsApp via Chat Flow.
Scalability and performance enhancements
UX improvements relating to error messages, alphabetical ordering, indication of online agents
More information on each of the items in this release can be found below.
NEW FEATURES
Supervisors can now choose to view all chats across all departments or to filter to view chats for a specific department only (if set up). These options are available for live chats and closed chats via the 'filter' icon in the left panel.
Agents can now select how to sort their live chats:
'New Customer Activity': sorts live chats based on new activity from an end-user, i.e. any new message/activity from an end-user moves the relevant chat to the top of the list (note: new activities by an agent are not considered for sorting).
'New Chats': sorts live chats based on the time when a chat arrived in Chat Desk, i.e. new chats appear at the top and the oldest chat at the bottom
These options are available via the 'sorting' icon as shown below.
IMPROVEMENTS
With this release, we have enabled the CSAT and NPS surveys for clients using WhatsApp via Chat Flow. This was previously not supported.
Note: CSAT ratings per agent are only presented if a survey has been set up on your Chat Desk account.
On your Chat Desk preferences, you can set the maximum number of chats that can be assigned to an agent at any time. We have introduced a limit of 100 chats per agent to prevent users from accidentally setting this to a higher number which could potentially result in performance and UI issues.
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